“In the course of exchanges, the customer ended up going up the steps by himself, and airport staff could do nothing but just watch,” Vanilla Air spokesman Akihito Matsubara told The Asahi Shimbun. “Boarding in this fashion should never have taken place, and that was not what we had intended.”

Vanilla Air has apologized and announced a new boarding chair that will help customers using wheelchairs to get on the airline’s planes, according to the BBC.

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